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Manager, Customer Success

6 days, 12 hours ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
Veracross

Veracross

Veracross provides a comprehensive, web-based student information system designed specifically for private and independent K-12 schools, aiming to streamline data management and enhance school operations.

Internet Software & Services
51-250
Founded 2003
View All Jobs 5

Description

  • Lead, coach, and develop the North America Customer Success team, including Team Leads where applicable.
  • Set clear performance expectations tied to retention, qualified opportunity generation, SIS lead creation, and account management discipline.
  • Own regional churn forecasting and lead regular risk reviews to identify, document, and mitigate customer risks early.
  • Support high-risk or high-value customer situations with save plans, renewals, and executive alignment as needed.
  • Ensure renewals are proactively managed, accurately forecasted, and cleanly documented in Salesforce.
  • Coach Customer Success Managers on expansion opportunities, lead quality, and effective partnership with Sales.
  • Enforce consistent use of Salesforce and Catalyst for health monitoring, risk tracking, task management, and account planning.
  • Partner cross-functionally with Sales, Support, Implementation, and Product to resolve escalations and improve customer outcomes.
  • Hire, onboard, manage, and develop team members, including succession planning for future Team Leads and Managers.
  • Provide regular reporting and recommendations on regional risk, team performance, process gaps, and staffing needs.

Requirements

  • Bachelor's degree or equivalent experience.
  • 7+ years of experience in SaaS customer success, account management, or other post-sales roles.
  • 2+ years of experience managing or formally leading customer-facing teams.
  • Demonstrated success driving retention, renewals, and expansion performance.
  • Strong experience with churn forecasting, pipeline management, and operational rigor.
  • Strong coaching, performance management, and cross-functional leadership skills.
  • Excellent written and verbal communication skills.
  • Ability to operate strategically while staying close to execution details.
  • Experience in K-12 private school, education SaaS, or a related market preferred.
  • Strong operator who combines coaching with accountability.
  • Calm and decisive in churn or escalation scenarios.
  • Commercially minded and comfortable partnering closely with Sales.
  • Data-driven leader who uses trends and performance signals to drive action.
  • Clear communicator who can influence across teams and levels.

Benefits

  • 3 weeks of vacation per year.
  • 14 paid holidays per year, including the week between Christmas and New Year's Eve.
  • 56 hours of paid sick leave annually.
  • Medical, dental, and vision coverage through Blue Cross Blue Shield and EyeMed.
  • 401(k) plan managed by Sentinel Benefits.
  • Compensation range of $90k to $100k annually USD, plus potential bonus.
  • Inclusive culture with a strong focus on diversity, belonging, and equal opportunity.

Interested in this position?

Apply directly on the company website

Apply Now

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